Completing an RMA response order › Managing RMA response orders for defective DaaS assets › Enterprise Asset Management for Providers › Industry-specific EAM solutions › Enterprise Asset Management › Asset Management

Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Complete the RMA assessment task for a defective Device as a Service DaaS asset

Complete the RMA assessment task for a defective DaaS asset by assessing the asset and determining the action that you want to take on it. You can choose to repair it, replace it, or reject the associated RMA request.

Before you begin

Role required: sn_eam_provider.provider_asset_technician

Procedure

From the Enterprise Asset Workspace, open the Asset operations view.
Open the Asset tasks list.

Navigation option	Procedure
Provider RMA response order	From the navigation menu of the Asset operations view, navigate to Provider > Provider RMA response order. From the list of available RMA response orders, select the order that you want to complete. On the RMA response order record, select the RMA response order lines tab. From the list of available RMA response order lines, select the order line that you want to assess the asset for. On the RMA response order line record, select the Asset tasks tab.
Provider RMA response order line	From the navigation menu of the Asset operations view, navigate to Provider > Provider RMA response order line. From the list of available RMA response order lines, select the order line that you want to assess the asset for. On the RMA response order line record, select the Asset tasks tab.
Provider asset tasks	From the navigation menu of the Asset operations view, navigate to Provider > Provider asset tasks.

From the list of available tasks, select the task number for the RMA assessment task that you want to complete.
On the Details tab of the RMA assessment task, fill in the fields.

Field	Description
Assessment action	Action that you want to take on the asset. Select one of the following options:- On site: Option to repair or replace the asset at the customer site. - Off site: Option to repair or replace the asset at your organization's site. - Denied: Option to reject the RMA request.
Assignment group	Group that the task is assigned to.
Work notes	Notes about the task that are visible to all users within your organization.

Select Close Task.

Note: If you want to save your progress and close the task at a later time, select Save instead. You can return to the task at any time.

Result

The RMA assessment task closes with an updated state of Closed Complete.
If you set the Assessment action field to On site, a corresponding Schedule task is automatically generated.
If you set the Assessment action field to Off site, a corresponding Ship task is automatically generated.
If you set the Assessment action field to Denied, the associated RMA response order line moves to the Rejected stage.

What to do next

If you set the Assessment action field to On site, complete the corresponding Schedule task by scheduling a visit to the customer site. For detailed instructions, see Complete the Schedule task for a defective Device as a Service DaaS asset.
If you set the Assessment action field to Off site, complete the corresponding Ship task by having the customer ship the asset to you. For detailed instructions, see Complete the Ship task for a defective Device as a Service DaaS asset.

Parent Topic:Completing a Return Merchandise Authorization (RMA) response order for defective Device as a Service (DaaS) assets